How You Can Compete with Anyone by Giving Great Customer Service

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Speed matters when it comes to responding to customers and competing for their business.

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How You Can Compete with Anyone by Giving Great Customer Service

  1. 1. David vs. Goliath How You Can Compete with Anyone by Giving Great Customer Service
  2. 2. Speed Matters Case Study of Online Consumer Behavior <ul><li>2,241 companies </li></ul><ul><li>1.25 million leads </li></ul><ul><li>Different types of industries </li></ul><ul><li>B2B and B2C </li></ul>
  3. 3. Response Time Matters 47%
  4. 4. Response Time Matters <ul><li>Companies that responded within 30 days – average response time was 42 hours </li></ul><ul><li>If you follow-up within 1 hour - 7X more likely to qualify a lead vs. if you contacted them after 1 hour </li></ul><ul><li>If you follow-up within 1 hour - 60X more likely to qualify a lead vs. if you contacted them after 24 hours </li></ul>
  5. 5. Response Time Matters <ul><li>Odds of connecting with a prospect after an inquiry increase by 100X if you do it within 5 minutes vs. 30 minutes </li></ul><ul><li>Odds of converting a prospect after an inquiry increase by 21X if you do it within 5 minutes vs. 30 minutes </li></ul>
  6. 6. How Fast do You Respond to . . . E-Mail Text Voicemail
  7. 7. How Fast do You Respond to . . . Info 24/7 Craigs List Web Site Lead Center
  8. 8. Consumers Have Choices Consumers will only wait as long to get a response as it takes to: <ul><li>Click to another real estate web site </li></ul><ul><li>Drive to the next sign </li></ul>
  9. 9. Proactive Communication Matters Existing Clients Matter More If you receive more than three “what’s going on” calls from a client during the course of a transaction, you’re not being proactive in your communication
  10. 10. Speed Matters
  11. 11. National Website Statistics SOURCE: Hitwise Week Ending 2/11/12 SOURCE: Hitwise DATE: 2/11/12

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